Visual interactive voice response

ABSTRACT

Information is provided by an interactive voice response system. The interactive voice response system receives an initial communication initiated by a remote requesting party and addressed to a numbered communications address. Based upon receipt at the interactive voice response system of the initial communication, visual data to provide to the remote requesting party as part of an integrated interactive script is determined. The visual data is provided to the remote requesting party during the initial communication as part of the integrated interactive script.

BACKGROUND

1. Field of the Disclosure

The present disclosure relates to the field of interactive voiceresponse (IVR) services. More particularly, the present disclosurerelates to complementing interactive voice response services with visualdata.

2. Background Information

Interactive voice response systems provide callers with requestedservices. Callers dial a telephone number to reach the interactive voiceresponse services, and the callers are connected to an interactive voiceresponse platform that plays pre-recorded voice menus to the callers.The callers obtain the services by navigating through the pre-recordedvoice menus.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows an exemplary general computer system that includes a set ofinstructions for visual interactive voice response described herein;

FIG. 2 shows an exemplary visual interactive voice response network,according to an aspect of the present disclosure;

FIG. 3 shows an exemplary visual interactive voice response system,according to an aspect of the present disclosure;

FIG. 4 shows an exemplary visual interactive voice response process,according to an aspect of the present disclosure;

FIG. 5 shows another exemplary visual interactive voice responseprocess, according to an aspect of the present disclosure;

FIG. 6 shows another exemplary visual interactive voice responsenetwork, according to an aspect of the present disclosure; and

FIG. 7 shows another exemplary visual interactive voice response networkaccording to an aspect of the present disclosure.

DETAILED DESCRIPTION OF EMBODIMENTS

In view of the foregoing, the present disclosure, through one or more ofits various aspects, embodiments and/or specific features orsub-components, is thus intended to bring out one or more of theadvantages as specifically noted below.

FIG. 1 is an illustrative embodiment of a general computer system thatincludes a set of instructions for performing visual interactive voiceresponse processes as described herein. The general computer system isshown and is designated 100. The computer system 100 can include a setof instructions that can be executed to cause the computer system 100 toperform any one or more of the methods or computer based functionsdisclosed herein. The computer system 100 may operate as a standalonedevice or may be connected, for example, using a network 101, to othercomputer systems or peripheral devices. For example, the computer system100 may include or be included within any one or more of the computers,servers, systems, or communication networks described herein.

In a networked deployment, the computer system may operate in thecapacity of a server or as a client user computer in a server-clientuser network environment, or as a peer computer system in a peer-to-peer(or distributed) network environment. The computer system 100, orportions thereof, can also be implemented as or incorporated intovarious devices, such as a cell phone, an intelligent peripheralcomputer, a service node intelligent peripheral computer, a mediaserver, an interactive voice response unit computer, a personal computer(PC), a tablet PC, a personal digital assistant (PDA), a palmtopcomputer, a laptop computer, a desktop computer, or any other machinecapable of executing a set of instructions (sequential or otherwise)that specify actions to be taken by that machine. In a particularembodiment, the computer system 100 can be implemented using electronicdevices that provide voice, video and/or data communication. Further,while a single computer system 100 is illustrated, the term “system”shall also be taken to include any collection of systems or sub-systemsthat individually or jointly execute a set, or multiple sets, ofinstructions to perform one or more computer functions.

As illustrated in FIG. 1, the computer system 100 may include aprocessor 110, for example, a central processing unit (CPU), a graphicsprocessing unit (GPU), or both. Moreover, the computer system 100 caninclude a main memory 120 and a static memory 130 that can communicatewith each other via a bus 108. As shown, the computer system 100 mayfurther include a video display unit 150, such as a liquid crystaldisplay (LCD), an organic light emitting diode (OLED), a flat paneldisplay, a solid state display, or a cathode ray tube (CRT).Additionally, the computer system 100 may include an alpha-numeric inputdevice 160, such as a keyboard, another input device (not shown), suchas a remote control device having a wireless keypad, a keyboard, amicrophone coupled to a speech recognition engine, a camera such as avideo camera or still camera, and a cursor control device 170, such as amouse. The computer system 100 can also include a disk drive unit 180, asignal generation device 190, such as a speaker or remote control, and anetwork interface device 140.

In a particular embodiment, as depicted in FIG. 1, the disk drive unit180 may include a computer-readable medium 182 in which one or more setsof instructions 184, e.g. software, can be embedded. A computer-readablemedium 182 is a tangible article of manufacture, from which sets ofinstructions 184 can be read. Further, the instructions 184 may embodyone or more of the methods or logic as described herein. In a particularembodiment, the instructions 184 may reside completely, or at leastpartially, within the main memory 120, the static memory 130, and/orwithin the processor 110 during execution by the computer system 100.The main memory 120 and the processor 110 also may includecomputer-readable media.

In an alternative embodiment, dedicated hardware implementations, suchas application specific integrated circuits, programmable logic arraysand other hardware devices, can be constructed to implement one or moreof the methods described herein. Applications that may include theapparatus and systems of various embodiments can broadly include avariety of electronic and computer systems. One or more embodimentsdescribed herein may implement functions using two or more specificinterconnected hardware modules or devices with related control and datasignals that can be communicated between and through the modules, or asportions of an application-specific integrated circuit. Accordingly, thepresent system encompasses software, firmware, and hardwareimplementations, or combinations thereof.

In accordance with various embodiments of the present disclosure, themethods described herein may be implemented by software programsexecutable by a computer system. Further, in an exemplary, non-limitedembodiment, implementations can include distributed processing,component/object distributed processing, and parallel processing.Alternatively, virtual computer system processing can be constructed toimplement one or more of the methods or functionality as describedherein.

The present disclosure contemplates a computer-readable medium 182 thatincludes instructions 184 or receives and executes instructions 184responsive to a propagated signal, so that a device connected to anetwork 101 can communicate voice, video or data over the network 101.Further, the instructions 184 may be transmitted or received over thenetwork 101 via the network interface device 140.

According to the present disclosure, interactive voice response scriptsare enhanced and complemented by integrating visual data into thescripts. The visual data is provided to callers as part of theintegrated interactive script. The visual data may be text data, imagedata or video data. The visual data may visually present an interactivevoice response menu at the same time the voice menu is audibly presentedto the caller. The visual data may also visually present other types ofinteractive voice response information at the same time the same orsimilar information is audibly presented to the caller. Alternatively, avisual presentation of menu options or information may replace anaudible presentation of menu options or information as part of theinteractive voice response scripts.

FIG. 2 shows an exemplary visual interactive voice response network,according to an aspect of the present disclosure. In FIG. 2, userdevices include a caller's cell phone 201, a caller's personal digitalassistant 202, and a caller's computer 203. In the embodiment of FIG. 2,each of the user devices 201, 202 and 203 is capable of processing,sending and receiving audio and visual information over voice and datanetworks. In FIG. 2, telephony communications routes between elementsare shown as solid lines and data communication routes between elementsare shown as broken lines. Each of the user devices 201, 202 and 203 inFIG. 2 is capable of initiating communications to numberedcommunications addresses, such as by placing a call to a telephonenumber. Visual interactive voice response services described herein areobtained by a user initially calling such a numbered communicationsaddress to reach an interactive voice response platform in a telephonecommunications system.

The caller's cell phone 201 communicates with a switch 231 through awireless tower 211 and telephony network 221. The telephony network 221can be one or a combination of mobile networks such as a global systemfor mobile communications (GSM) network or code division multiple access(CDMA) network, or a landline network such as the public switchedtelephone network (PSTN). The telephony network 221 may also carry voiceover internet protocol (VoIP) communications. The switch 231 routescalls from the caller's cell phone 201 to an intelligent peripheral 241.The intelligent peripheral 241 is controlled at least in part by anetwork controller 242, and the network controller 242 also controls atleast in part a media server 243.

The intelligent peripheral 241, network controller 242 and media server243 are elements of an interactive voice response system in theembodiment of FIG. 2. The network controller 242 directs the intelligentperipheral 241 and media server 243 to provide interactive voiceresponse services according to a script. The intelligent peripheral 241receives and translates voice or dual-tone multi-frequency (DTMF) tonesfrom the caller's cell phone 201, and provides the translations as datato the network controller 242. The network controller 242 processes thetranslations in accordance with the script, and instructs theintelligent peripheral 241 to play specified pre-recorded text such as aset of menu options or other information to the caller. In accordancewith the script, the network controller 242 also instructs the mediaserver 243 to forward visual data to the caller's cell phone 201 via arouter 234 and data network 224. The visual data may include text,images or videos. The visual data may also include internet pagesprovided to the user's device from an embedded internet address. Thevisual data provided through the router 234 and data network 224 istransmitted to the caller's cell phone 201 via the wireless tower 211.In an example where the visual data is interactive script, the entiretyof an interactive script may be sent to the user's device at thebeginning of a call, or individual items of the interactive script maybe sent to the user's device iteratively depending on the user'sselections of options in the interactive script.

The caller's personal digital assistant 202 communicates with a switch232 through a wireless tower 212 and telephony network 222. Thetelephony network 222 can be one or a combination of mobile networks, ora landline network. The telephony network 222 may also carry voice overinternet protocol communications. The switch 232 routes calls from thecaller's personal digital assistant 202 to the intelligent peripheral241. As noted already, the intelligent peripheral 241 is controlled atleast in part by the network controller 242, and the network controller242 also controls at least in part the media server 243.

The intelligent peripheral 241 receives and translates voice ordual-tone multi-frequency (DTMF) tones from the caller's personaldigital assistant 202, and provides the translations as data to thenetwork controller 242. The network controller 242 processes thetranslations in accordance with the script, and instructs theintelligent peripheral 241 to play specified pre-recorded text such as aset of menu options or other information to the caller. In accordancewith the script, the network controller 242 also instructs the mediaserver 243 to forward visual data to the caller's personal digitalassistant 202 via a router 235 and data network 225. The visual dataprovided through the router 234 and data network 224 is transmitted tothe caller's personal digital assistant 202 via the wireless tower 212.

The caller's computer 203 has a microphone and speaker, and communicateswith a switch 233 through a wireless access point 213 and telephonynetwork 223. The telephony network 223 can be one or a combination ofmobile networks, or a landline network. The telephony network 223 mayalso carry voice over internet protocol communications. The switch 233routes calls from the caller's computer 203 to the servicenode/intelligent peripheral 244. A service node/intelligent peripheral244 in FIG. 2 is self directed, and not controlled by a networkcontroller 242 at least for the purposes of visual interactive voiceresponse processes described herein. Similarly, the media server 245 isalso self directed in FIG. 2, and not controlled by a network controller242 at least for the purposes of visual interactive voice responseprocesses described herein.

The service node/intelligent peripheral 244 receives and translatesvoice or dual-tone multi-frequency (DTMF) tones from the caller'scomputer 203, and processes the translations in accordance with thescript. The service node/intelligent peripheral 244 determines whatpre-recorded text to provide to the caller's computer 203, anddetermines also when to instruct the media server 245 to send visualdata to the caller's computer 203 in accordance with the script. Thevisual data provided through the router 236 and data network 226 istransmitted to the caller's computer 203 via the wireless access point213.

For the sake of brevity, overlapping descriptions of interactionsbetween elements of FIG. 2 are not provided in detail. However, in theembodiment of FIG. 2, any of the switches 231, 232 and 233 can routecalls to either of the intelligent peripheral 241 or the service nodeintelligent peripheral 244 as shown. Similarly, in the embodiment ofFIG. 2, any of the routers 234, 245 and 236 can communicate with eitherof the media server 243 or the media server 245 as shown. The userdevices 201, 202, 203 and network elements 211-213, 231-236 and 241-245are merely examples of the various user devices and network elementsthat can be used to provide voice and visual data communicationsconsistent with the present disclosure.

FIG. 6 shows another exemplary visual interactive voice responsenetwork, according to an aspect of the present disclosure. In FIG. 6, anapplication on the user device 602 (caller's personal digital assistant)coordinates the visual interactive voice response service. In thisembodiment, the interactive voice response server 644 and media server645 need not interact with each other. Rather, the application on thecaller's personal digital assistant 602 is used to call the interactivevoice response server 644 through the telephony network 623 and switch633, and the application on the caller's personal digital assistant 602also monitors the user's input to determine when to obtain visualinformation from the media server 645 through the data network 626 androuter 636. In this embodiment, communications with both the interactivevoice response server 644 and media server 645 are provided via thewireless tower 612.

In the embodiment of FIG. 6, an application on caller's personal digitalassistant 602 monitors the interaction between the user using thecaller's personal digital assistant 602 and the interactive voiceresponse server 644. In the embodiment of FIG. 6, the interactive voiceresponse server 644 need not be aware of the monitoring, or of theapplication on the caller's personal digital assistant 602, or even thatvisual information will be requested by the application from the mediaserver 645 based on the monitored interaction. Therefore, an applicationinstalled on the caller's personal digital assistant 602 or another userdevice consistent with those described herein may be provided by a partyindependent of both the interactive voice response server 644 and mediaserver 645. Such an application may be sold to customers, or provided ona per-use basis or on a subscription basis.

FIG. 7 shows another exemplary visual interactive voice response networkaccording to an aspect of the present disclosure. In the embodiment ofFIG. 7, a user device 702 (caller's personal digital assistant) callsthe media server 745 through the wireless tower 712. In the embodimentof FIG. 7, the caller's personal digital assistant 702 establishes onlya single communication session, whether synchronized or asynchronized,with a server. In this embodiment, the media server 745 intermediatesthe voice portion of an interactive voice response session between thecaller's personal digital assistant 702 and the interactive voiceresponse server 744. The media server 745 monitors the voice portion ofthe interactive voice response session, and determines when to sendvisual information to the caller's personal digital assistant 702.

In the embodiment of FIG. 7, the interactive voice response server 744need not be aware of the monitoring or intermediation by the mediaserver 745, or even that visual information will be provided by themedia server 745 to a user based on the monitoring or intermediation.Therefore, a media server 745 may be provided by a party independent ofboth the interactive voice response server 744 and any “new” specializedapplication installed on a callers' personal digital assistant 702.

In the example of FIG. 7, a media server 745 may be aware of the scriptsinstalled on interactive voice response server 744. The media server 745can then provide a modified, enhanced visual interactive voice responsesession with callers for an end provider of the interactive voiceresponse server 744, even without the awareness of the interactive voiceresponse server 744. In this example, the media server 745 may receivethe initial call from the caller's personal digital assistant 702 andthen establish a second call to the interactive voice response server744 to pass along input from the user. Alternatively, the media server745 may pass the call from the caller's personal digital assistant 702through to the interactive voice response server 744, and then monitorthe interaction and user input to determine when to send visualinformation to the caller.

In modifications of embodiments described herein, the source of visualinformation does not necessarily have to come from a media server suchas 645 or 745. For example, the source of visual information may beprovided in a peer-to-peer network, where a peer computer replaces themedia server 745 in FIG. 7 to monitor or intermediate a call between auser device and an interactive voice response server, and to directly orotherwise provide visual information to supplement the interactive voiceresponse session.

As described above, services provided by existing interactive voiceresponse systems can be enhanced with visual interactive voice responsewithout modifying the interactive voice response systems. Visualinteractive voice response can be provided by third-party providersother than existing interactive voice response providers. Visualinteractive voice response can also be provided by peers in apeer-to-peer network, even by coordination provided by a singleapplication installed on a user device. Similarly, as describedelsewhere herein, an existing interactive voice response system can bemodified to call for visual information at specified points in thescript.

FIG. 3 shows an exemplary visual interactive voice response system,according to an aspect of the present disclosure. As shown, theexemplary visual interactive voice response system 300 includes aninteractive voice response unit 310 and a media server 320. Theinteractive voice response unit 310 may be, for example, a servercomputer that interfaces with a telephony network to receive calls andinteract with callers. Alternatively, the interactive voice responseunit 310 may be an endpoint customer premise equipment computer thatinterfaces with a telephony network to receive calls and provideservices at one or more telephone numbers such as 1-800 numbers.

The interactive voice response unit 310 includes a memory 311, processor312, receiver 313 and transmitter 314. The interactive voice responseunit 310 communicates over a network 305. The memory 311 may storealgorithmic interactive scripts and recorded voice menus and otherinformation. The memory 311 also may store a program for translating andprocessing input received from callers calling a service provided inwhole or in part by the interactive voice response unit 310. Theprocessor 312 processes instructions and data to translate input fromcallers and to determine which voice menu options and information toprovide to caller.

The media server 320 includes a memory 321, a processor 322, a receiver323 and a transmitter 324. The media server 320 communicates overnetwork 310. The memory 321 may store instructions for processing by theprocessor 322, as well as digital visual data to provide to users uponinstructions from the interactive voice response unit 310. Theinteractive voice response unit 310 instructs the media server 320 tosend users specific digital visual data as part of a script processed bythe processor 312 of the interactive voice response unit 312. In anembodiment, the media server 320 may participate in determining whichvisual data to send to a user, such as when instructions provided by theinteractive voice response unit 310 identify groups of pieces of visualdata to send rather than only a single piece of visual data. Theprocessor 322 then contains instructions to help identify one or morepieces of visual data to send in response to a request/instruction fromthe interactive voice response unit 310.

FIG. 4 shows an exemplary visual interactive voice response process,according to an aspect of the present disclosure. The embodiment of FIG.4 includes acts performed by different parties in practicing visualinteractive voice response. At S405, visual data managed by a mediaserver 320 is associated with specified items in an interactive voiceresponse script performed by an interactive voice response unit 310. AtS410, a client application for visual interactive voice response isdownloaded to a user device. The client application may be pre-installedon a user device before the user device is provided to a user, or may bedownloaded and installed upon request.

As an example, a user calling an interactive voice response unit 310 mayreceive a text message from media server 320 offering to forward anapplication to the user device used by the user. If the user accepts bypressing a specified button on the user device, the interactive voiceresponse unit 310 receives and processes the acceptance, and conveys aninstruction to media server 320 to forward the application to the userdevice. Thereafter, the user can initiate the application to callspecified visual interactive voice response services.

Visual interactive voice response services can be provided with orwithout installing a new application on a user device. An applicationmay be initially provided with phone numbers for one or more interactivevoice response services. Phone numbers for such services may also bediscovered or otherwise obtained by an application on a user deviceafter the application is installed.

Alternatively, visual interactive voice response services can beprovided to a user device when the user calls a telephone number. Forexample, when a user buys a new television, a telephone number could beprinted on the cover of the instruction manual for the television. Whenthe user calls the printed telephone number, an interactive digital usermanual can be provided as a visual interactive voice response service.Such a flexible interactive voice response service could be providedwith an existing visual interactive voice response application installedon the user device, or with a visual interactive voice responseapplication installed at the time the user calls the printed number. Forexample, when a user purchases a piece of electronic equipment, the usermay be instructed to download a visual interactive voice responseservice application to a cell phone or personal digital assistant from awebsite, and then contact a service at a particular number if help isneeded to install the electronic equipment. In this manner, a user cancall a particular number and navigate through a menu in order to obtaintext, image or video information to illustrate how to resolve a problem.

In another example, a user may download an application to a cell phoneor personal digital assistant before traveling. A user can then identifyand call an interactive voice response service and obtain maps or textdirections when needed upon navigating to a particular point in a aninteractive voice response script.

At S415, the application is opened to place an initial call to aninteractive voice response system using the interactive voice responseapplication. At S420, the initial call is received at the interactivevoice response unit S310. At S420, the interactive voice response unit310 determines that the client device is capable of showing visual data.The application downloaded at S410 may immediately and automaticallynotify the interactive voice response unit S310 that the client deviceis capable of showing visual data. The application may also notify theinteractive voice response unit S310 of which types of visual data canbe displayed on the user device. In any event, at S420 the interactivevoice response unit 310 determines at least the existence of visualdisplay capabilities of the user device, such as by recognizing that theuser is calling using the application downloaded at S410. As anotherexample, the interactive voice response unit 310 may determine thedisplay capabilities by obtaining an address or device identification ofthe user device, and determining from the address or deviceidentification that the user device has capability of showing visualdata. The interactive voice response unit 310 may also send or arrangefor the media server 320 to send a data inquiry to the user device,simply requesting the user device to advise of any capabilities fordisplaying visual information. Finally, the interactive voice responseunit 310 may play a prompt for the user to indicate whether the user'sdevice is capable of displaying visual information.

At S425, during processing of the interactive voice response script bythe interactive voice response unit 310, a specified item in the scriptis reached where the interactive voice response unit 310 instructs themedia server 320 to send visual data to the user device. At S430, themedia server 320 determines which visual data is associated with thespecified item in the script. At S435, the associated visual data isforwarded to the user device from the media server 320. At S440, thevisual data is displayed on the user device, either automatically uponreceipt, or upon acknowledgement and authorization of the user. At S445,the user in prompted by the interactive voice response unit 310 or bythe visual data itself to input a selection. The user selection isprocessed by the interactive voice response unit 310 and leads to thenext item in the interactive voice response script being played by theinteractive voice response unit 310.

FIG. 5 shows another exemplary visual interactive voice responseprocess, according to an aspect of the present disclosure. FIG. 5 is aprocess from the viewpoint of an interactive voice response systemincluding interactive voice response unit 310 and media server 320. InFIG. 5, a call is received by the interactive voice response unit 310 atS505. The interactive voice response unit 310 plays an introduction tothe caller at S507. At S510, the interactive voice response unit S510determines that a visual interactive voice response application isinstalled on the user device used to place the call. At S512, the userdevice used to place the call is identified, either by a communicationsaddress of the user device or by a device identification of the userdevice. At S515, visual capabilities of the user device used to placethe call are determined.

The determination at S515 may be so that the interactive voice responsesystem can determine which among several different types of visual datashould be sent to the caller at specified points in the interactivevoice response script. For example, the interactive voice responsescript may decide to send information to a user device, and may haveoptions of sending a text message, an image of the words in the textmessage, or a video of a character stating the words of the textmessage.

At S517, audible first script prompts are played to the user by theinteractive voice response unit 310. At S520, the same first scriptprompts are downloaded to the user device from the media server 320 anddisplayed. By these acts, the user may have the option of listening toor viewing options played by the interactive voice response unit 310. AtS522, the interactive voice response unit 310 receives user selections,and at S525, visual informative data is downloaded to the user devicefrom the media server 320 and displayed. The visual informative datadownloaded and displayed at S525 is provided in response to the userselections at S522.

For example, at S517 and S520, the user may be prompted to select one ofseveral possible problems, and at S522 the user identifies and selectsthe problem for which the user is calling. At S525, the user is thenpresented with text, image or video information that attempts to addressthe problem identified and selected by the user.

At S527, audible second script prompts are played to the user by theinteractive voice response unit 310. At S530, visual second scriptprompts are downloaded to the user device from the media server 320, andat S532 another user selection is received by the interactive voiceresponse unit 310.

Although an interactive voice response unit 310 is described as thesource and recipient of voice interaction in FIG. 3, other networkedcomputing apparatuses capable of providing, receiving and processingvoice interactions may serve in the role of source and recipient ofvoice interaction for visual interactive voice response. Similarly,though a media server 320 is described as the source of visual data inFIG. 3, other computing apparatuses capable of providing text, image andvideo data may serve in the role of source for visual data for visualinteractive voice response.

Though the interactive voice response unit 310 and media server 320 areshown as separate elements in FIG. 3, the processes performed by each ofthese separate networked elements may be provided by a single,integrated computer in an embodiment. Similarly, though the interactivevoice response unit 310 and media server 320 are shown asclosely-related elements of an interactive voice response system 300 inFIG. 3, sources of visual data may

Visual data described so far in the disclosure generally includes text,image and video. However, other types of electronic visual data may alsobe provided as the visual data for visual interactive voice response.Other types of electronic visual data that may be provided includewebpages, documents, and electronic maps, although any type ofelectronic visual data is contemplated within the scope of thisdisclosure.

Uses of visual interactive voice response include most any serviceprovided by interactive voice response units and systems. For example,visual interactive voice response can be used to send the sets of menuoptions, or even entire scripts including all possible menu options, astext or interactive text for display, even while the menu options orscripts are audibly played to callers. Such interactive text may beprovided in hyper-text markup language (HTML) or as JavaServer Pages(JSP). A user calling a number to determine store hours and holidayschedules can obtain the entire schedule for a store, including hoursand holidays, as a text message upon navigating to a particular point ofan interactive voice response script. A user can then call a visualinteractive voice response system and determine whether the user hasenough time to travel to a store before the store closes on a particularday. The visual data may also include interactive selectable datacorresponding to menu options provided as part of a script for a visualinteractive voice response service. For example, a user may receive adisplay of multiple selectable options to reach different departments orobtain different types of information from a business that provides avisual interactive voice response service.

As an exemplary set of selectable options, a first option may be anoption to reach administrative staff, a second option may be an optionto obtain information about directions, holidays, or warehouse hours, athird option may be an option to obtain information about memberships orreturns, a fourth option may be an option to reach a pharmacy, and afifth option may be an option to reach all other departments. The fiveoptions may be displayed on a single visual display on a user device atthe same time the options are played as pre-recorded voices on the userdevice. Further, selection of an option may be made either audibly or byselecting an option on the visual display, where registration of theaudible selection is received by the interactive voice response unit 310and registration of the visual selection is received by the media server320 in an embodiment.

As a result of using visual interactive voice response, a user may beable to navigate interactive voice response scripts and menus before theinteractive voice response unit 310 finishes audibly playing the scriptsand menus to the caller. That is, the visual display of a set of optionsmay be displayed and reviewed by the caller before the set of options isaudibly played to the caller. In this manner, a user calling aninteractive voice response service at a specified number may obtain theservices using either voice and dual-tone multi-frequency selections or,when provided, by selecting options from a visual display. Users cantherefore navigate through a single script by making voice and dual-tonemulti-frequency selections at some parts of the script, and by selectingoptions from a visual display at other parts of the script. If differentcomputers are used to provide the audible and visual information thateach independently and simultaneously offer the same selections, thedifferent computers coordinate selections to ensure that selections areproperly registered and do not conflict.

According to an aspect of the present disclosure, a method of providinginformation includes determining, based upon receipt at an interactivevoice response system of an initial communication initiated by a remoterequesting party and addressed to a numbered communications address,visual data to provide to the remote requesting party as part of anintegrated interactive script. The method also includes providing thevisual data to the remote requesting party as part of the integratedinteractive script.

According to another aspect of the present disclosure, the initialcommunication is initiated by the remote requesting party using anapplication downloaded to a personal communications device used by theremote requesting party. According to this aspect, the applicationnotifies the interactive voice response system that the personalcommunications device has the capability of displaying the visual data.

According to still another aspect of the present disclosure, thenumbered communications address is a telephone number, and the initialcommunication is initiated by the remote requesting party addressing thetelephone call to the telephone number.

According to still another aspect of the present disclosure, the initialcommunication is a call received at an interactive voice response unitof the interactive voice response system.

According to another aspect of the present disclosure, the methodincludes receiving, at a media server, notification from the interactivevoice response unit of receipt of the call and identification of thevisual data to send to the remote requesting party. According to thisaspect, the visual data is provided to the remote requesting party byforwarding the visual data from the media data in response to receipt ofthe call at the interactive voice response unit.

According to still another aspect of the present disclosure, the visualdata is sent to the remote requesting party from a media server of theinteractive voice response system.

According to yet another aspect of the present disclosure, the initialcommunication is a call received at an interactive voice response unitof the interactive voice response system, and the visual data is sent tothe remote requesting party from a media server of the interactive voiceresponse system.

According to another aspect of the present disclosure, the method alsoincludes determining that a personal communications device used by theremote requesting party to send the initial communication has acapability of displaying the visual data.

According to still another aspect of the present disclosure, the visualdata is text data.

According to yet another aspect of the present disclosure, the visualdata is image data.

According to another aspect of the present disclosure, the visual datais video data.

According to still another aspect of the present disclosure, the videodata is at a selectable embedded link to an internet address.

According to yet another aspect of the present disclosure, the methodalso includes providing to the remote requesting party audibleinformation corresponding to the visual data simultaneous to theproviding the visual data to the remote requesting party.

According to another aspect of the present disclosure, the visual datais an interactive script.

According to still another aspect of the present disclosure, individualelements of the interactive script are sent to the remote requestingparty iteratively based upon interaction between the remote requestingparty and the interactive voice response system.

According to yet another aspect of the present disclosure, multipleindividual elements of the interactive script are sent together to theremote requesting party, and individually presented to the remoterequesting party based upon interaction between the remote requestingparty and the interactive voice response system.

According to another aspect of the present disclosure, the method alsoincludes receiving audible input from the remote requesting partyresponsive to a selection by the remote requesting party of one of aplurality of choices in the visual data.

According to an aspect of the present disclosure, at least onenon-transitory computer readable medium stores an executable program forproviding information. The executable program, when executed by at leastone processor, performs acts including determining, based upon receiptat an interactive voice response system of an initial communicationinitiated by a remote requesting party and addressed to a numberedcommunications address, visual data to provide to the remote requestingparty as part of an integrated interactive script. The executableprogram, when executed by at least one processor, also performs actsincluding providing the visual data to the remote requesting partyduring the initial communication as part of the integrated interactivescript.

According to another aspect of the present disclosure, the visual datais determined based upon input from the remote requesting partysubsequent to receipt of the initial communication at the interactivevoice response system.

According to an aspect of the present disclosure, a tangible,non-transitory media server in an interactive voice response system forproviding information includes a tangible memory and a processor. Theprocessor determines, based upon receipt at the interactive voiceresponse system of an initial communication initiated by a remoterequesting party and addressed to a numbered communications address,visual data to provide to the remote requesting party as part of anintegrated interactive script. The media server also includes atransmitter that provides the visual data to the remote requesting partyduring the initial communication as part of the integrated interactivescript.

While a computer-readable medium herein may be shown to be a singlemedium, the term “computer-readable medium” includes a single medium ormultiple media, such as a centralized or distributed database, and/orassociated caches and servers that store one or more sets ofinstructions. The term “computer-readable medium” shall also include anymedium that is capable of storing, encoding or carrying a set ofinstructions for execution by a processor or that cause a computersystem to perform any one or more of the methods or operations disclosedherein.

In a particular non-limiting, exemplary embodiment, thecomputer-readable medium can include a solid-state memory such as amemory card or other package that houses one or more non-volatileread-only memories. Further, the computer-readable medium can be arandom access memory or other volatile re-writable memory. Additionally,the computer-readable medium can include a magneto-optical or opticalmedium, such as a disk or tapes or other storage device to capturecarrier wave signals such as a signal communicated over a transmissionmedium. Accordingly, the disclosure is considered to include anycomputer-readable medium or other equivalents and successor media, inwhich data or instructions may be stored. The various methods andprocesses described herein may be preformed by one or more processors ofcomputing devices that execute instructions of computer programs storedin memories of devices and apparatuses as described herein.

Although the present specification describes components and functionsthat may be implemented in particular embodiments with reference toparticular standards and protocols, the disclosure is not limited tosuch standards and protocols. Such standards are periodically supersededby faster or more efficient equivalents having essentially the samefunctions. Accordingly, replacement standards and protocols having thesame or similar functions are considered equivalents thereof.

The illustrations of the embodiments described herein are intended toprovide a general understanding of the structure of the variousembodiments. The illustrations are not intended to serve as a completedescription of all of the elements and features of apparatus and systemsthat utilize the structures or methods described herein. Many otherembodiments may be apparent to those of skill in the art upon reviewingthe disclosure. Other embodiments may be utilized and derived from thedisclosure, such that structural and logical substitutions and changesmay be made without departing from the scope of the disclosure.Additionally, the illustrations are merely representational and may notbe drawn to scale. Certain proportions within the illustrations may beexaggerated, while other proportions may be minimized. Accordingly, thedisclosure and the figures are to be regarded as illustrative ratherthan restrictive.

One or more embodiments of the disclosure may be referred to herein,individually and/or collectively, by the term “invention” merely forconvenience and without intending to voluntarily limit the scope of thisapplication to any particular invention or inventive concept. Moreover,although specific embodiments have been illustrated and describedherein, it should be appreciated that any subsequent arrangementdesigned to achieve the same or similar purpose may be substituted forthe specific embodiments shown. This disclosure is intended to cover anyand all subsequent adaptations or variations of various embodiments.Combinations of the above embodiments, and other embodiments notspecifically described herein, will be apparent to those of skill in theart upon reviewing the description.

The Abstract of the Disclosure is provided to comply with 37 C.F.R.§1.72(b) and is submitted with the understanding that it will not beused to interpret or limit the scope or meaning of the claims. Inaddition, in the foregoing Detailed Description, various features may begrouped together or described in a single embodiment for the purpose ofstreamlining the disclosure. This disclosure is not to be interpreted asreflecting an intention that the claimed embodiments require morefeatures than are expressly recited in each claim. Rather, as thefollowing claims reflect, inventive subject matter may be directed toless than all of the features of any of the disclosed embodiments. Thus,the following claims are incorporated into the Detailed Description,with each claim standing on its own as defining separately claimedsubject matter.

The above disclosed subject matter is to be considered illustrative, andnot restrictive, and the appended claims are intended to cover all suchmodifications, enhancements, and other embodiments which fall within thetrue spirit and scope of the present disclosure. Thus, to the maximumextent allowed by law, the scope of the present disclosure is to bedetermined by the broadest permissible interpretation of the followingclaims and their equivalents, and shall not be restricted or limited bythe foregoing detailed description.

What is claimed is:
 1. A method of providing information, comprising:determining, by a processor of an interactive voice response system,based upon receipt at the interactive voice response system of aninitial communication initiated by a remote requesting party andaddressed to a numbered communications address, visual data to provideto the remote requesting party as part of an integrated interactivescript; and providing the visual data to the remote requesting party aspart of the integrated interactive script, wherein the interactive voiceresponse system receives device address information from acommunications device of the remote requesting party and determines fromthe device address information that the communications device has acapability of displaying visual data wherein depending upon a selectionof the remote requesting party in the integrated interactive script,individual elements of the interactive script are sent to the remoterequesting party iteratively based upon interaction between the remoterequesting party and the interactive voice response system, or multipleindividual elements of the interactive script are sent together to theremote requesting party, and individually presented to the remoterequesting party based upon interaction between the remote requestingparty and the interactive voice response system.
 2. The method ofproviding information of claim 1, wherein the numbered communicationsaddress is a telephone number, and wherein the initial communication isinitiated by the remote requesting party addressing the telephone callto the telephone number.
 3. The method of providing information of claim1, wherein the initial communication is a call received at aninteractive voice response unit of the interactive voice responsesystem.
 4. The method of providing information of claim 3, furthercomprising: receiving, at a media server, notification from theinteractive voice response unit of receipt of the call andidentification of the visual data to send to the remote requestingparty, wherein the visual data is provided to the remote requestingparty by forwarding the visual data from the media server in response toreceipt of the call at the interactive voice response unit.
 5. Themethod of providing information of claim 1, wherein the visual data issent to the remote requesting party from a media server of theinteractive voice response system.
 6. The method of providinginformation of claim 1, wherein the initial communication is a callreceived at an interactive voice response unit of the interactive voiceresponse system, and wherein the visual data is sent to the remoterequesting party from a media server of the interactive voice responsesystem.
 7. The method of providing information of claim 1, wherein thevisual data comprises text data.
 8. The method of providing informationof claim 1, wherein the visual data comprises image data.
 9. The methodof providing information of claim 1, wherein the visual data comprisesvideo data.
 10. The method of providing information of claim 9, whereinthe video data is at a selectable embedded link to an internet address.11. The method of providing information of claim 1, further comprising:providing to the remote requesting party audible informationcorresponding to the visual data simultaneous to the providing thevisual data to the remote requesting party.
 12. The method of providinginformation of claim 1, wherein the visual data comprises an interactivescript.
 13. The method of providing information of claim 1, furthercomprising: receiving audible input from the remote requesting partyresponsive to a selection by the remote requesting party of one of aplurality of choices in the visual data.
 14. A non-transitory computerreadable storage medium encoded with an executable computer program forproviding information and that, when executed by a processor of aninteractive voice response system, causes the processor to performoperations comprising: determining, based upon receipt at theinteractive voice response system of an initial communication initiatedby a remote requesting party and addressed to a numbered communicationsaddress, visual data to provide to the remote requesting party as partof an integrated interactive script; and providing the visual data tothe remote requesting party during the initial communication as part ofthe integrated interactive script, wherein the interactive voiceresponse system receives device address information from acommunications device of the remote requesting party and determines fromthe device address information that the communications device has acapability of displaying visual data, wherein depending upon a selectionof the remote requesting party in the integrated interactive script,individual elements of the interactive script are sent to the remoterequesting party iteratively based upon interaction between the remoterequesting party and the interactive voice response system, or multipleindividual elements of the interactive script are sent together to theremote requesting party, and individually presented to the remoterequesting party based upon interaction between the remote requestingparty and the interactive voice response system.
 15. The non-transitorycomputer readable storage medium of claim 14, wherein additional visualdata is determined based upon input from the remote requesting partysubsequent to receipt of the initial communication at the interactivevoice response system.
 16. A media server in an interactive voiceresponse system for providing information, comprising: a processor; amemory storing instructions that, when executed by the processor, causethe processor to perform operations comprising determining, based uponreceipt at the interactive voice response system of an initialcommunication initiated by a remote requesting party and addressed to anumbered communications address, visual data to provide to the remoterequesting party as part of an integrated interactive script; and atransmitter that provides the visual data to the remote requesting partyduring the initial communication as part of the integrated interactivescript, wherein the interactive voice response system receives deviceaddress information from a communications device of the remoterequesting party and determines from the device address information thatthe communications device has a capability of displaying visual datawherein depending upon a selection of the remote requesting party in theintegrated interactive script, individual elements of the interactivescript are sent to the remote requesting party iteratively based uponinteraction between the remote requesting party and the interactivevoice response system, or multiple individual elements of theinteractive script are sent together to the remote requesting party, andindividually presented to the remote requesting party based uponinteraction between the remote requesting party and the interactivevoice response system.
 17. The method of providing information of claim1, further comprising: monitoring a voice portion of the integratedinteractive script; and determining, based on the monitoring, when toprovide the visual data to the remote requesting party as part of theintegrated interactive script, wherein the visual data is provided tothe remote requesting party, in response to the determining based on themonitoring.
 18. The non-transitory computer readable storage medium ofclaim 14, further comprising: monitoring a voice portion of theintegrated interactive script; and determining, based on the monitoring,when to provide the visual data to the remote requesting party as partof the integrated interactive script, wherein the visual data isprovided to the remote requesting party, in response to the determiningbased on the monitoring.